Aircraft on Ground or AOG is situation which no operator would like to face as it not only impacts the revenue but also bring sour experience to the client. In this feature the author who is industry expert dwells upon various key points to highlight AOG situation and solutions to overcome it.

By Sudip Sharma

When faced with an Aircraft on Ground (AOG) situation for a private jet, it’s crucial to act swiftly and efficiently to minimize downtime and get the aircraft back in the air. Here are the steps to handle a private jet AOG situation:

Notify the Maintenance Provider: Contact your maintenance provider immediately and inform them about the AOG situation. Please provide them with all relevant details, including the aircraft type, the nature of the issue, and the aircraft’s current location.
Request AOG Support: Ask your maintenance provider to activate their AOG support team. Many maintenance providers have specialized teams that handle AOG situations and can provide you with the necessary assistance.
Define the Problem: Work closely with the maintenance provider to accurately diagnose the issue. They may ask you for additional details or request you to perform certain checks or tests to help identify the problem.
Spare Parts Availability: Inquire about the availability of spare parts required for the repair. If the required parts are not readily available at the current location, explore alternative options, such as shipping them from another location or sourcing them from a nearby maintenance facility.
Arrange for Technical Support: If the problem is beyond your maintenance provider’s capabilities, they may recommend bringing technical support from the aircraft manufacturer or a specialized vendor. Please coordinate with the necessary parties to ensure they have the required information and access to the aircraft.
Consider Temporary Solutions: In some instances, temporary repairs or workarounds may be possible to get the aircraft back in service temporarily until a permanent fix can be implemented. Please consult with your maintenance provider and follow their guidance in such situations.
Coordinate Logistics: While the repairs are being carried out, coordinate logistics such as accommodation for passengers and crew, transportation, and other support services as needed. Ensure clear communication with all stakeholders, including passengers, crew members, and other relevant parties.
Follow-up and Updates: Stay in constant communication with your maintenance provider and keep track of the progress of the repairs. Regularly update passengers, crew, and other affected parties regarding the situation, estimated timelines, and necessary changes or adjustments.
Quality Assurance: Once the repairs are complete, conduct thorough inspections and quality assurance checks to ensure that the aircraft is in proper working condition and meets all safety standards. Verify that all necessary paperwork and documentation are in order.
Preventive Measures: After resolving the AOG situation, analyze the root cause of the issue and take appropriate preventive measures to minimize the likelihood of similar problems occurring in the future. This may involve maintenance process improvements, component reliability assessments, or other corrective actions.
Remember, AOG situations can be challenging, but by promptly engaging the right professionals, coordinating effectively, and maintaining clear communication, you can expedite the resolution process and minimize the impact on your private jet operations.

HOW TO HANDLE CLIENTS DURING AOG SITUATION ?
In addition to the technical aspects of handling an AOG situation for a private jet, managing and communicating with your clients throughout the process is essential. Here are some guidelines for client handling during an AOG situation:
Promptly Inform the Clients: As soon as you become aware of the AOG situation, inform your clients who are scheduled to use the aircraft. Be transparent and provide them with accurate information about the issue, the expected downtime, and any necessary changes to their travel plans. Prompt communication is crucial to building trust and managing expectations.
Offer Alternatives: Present your clients with alternative travel options, such as arranging a substitute aircraft, booking commercial flights, or utilizing charter services from other operators. Discuss these options with the clients and assist them in making the necessary arrangements. Be flexible and accommodating to their needs as much as possible.
Provide Regular Updates: Maintain open lines of communication with your clients throughout the AOG situation. Keep them informed about the progress of the repairs, any timeline changes, and any other relevant updates. Regularly check in with them to address any concerns or questions they may have.
Offer Concierge Services: During the AOG situation, go the extra mile to provide concierge services to your clients. Offer assistance with rebooking hotels, ground transportation, or any other travel-related arrangements that may have been affected. This level of support can help alleviate stress and demonstrate your commitment to client satisfaction.
Maintain Professionalism: Handle client interactions with professionalism and empathy. Understand that they may be frustrated or inconvenienced by the AOG situation. Listen attentively to their concerns and address them promptly and courteously. Show compassion and understanding, and assure them that you will resolve the situation quickly.
Consider Compensation: Depending on the severity and duration of the AOG situation, you may need to consider compensation for your clients. Evaluate the circumstances on a case-by-case basis and, if appropriate, offer compensation or other gestures of goodwill as a token of apology for the inconvenience caused.
Keep Clients Informed of Resolution: Once the AOG situation is resolved, inform your clients about the successful repair and the aircraft’s readiness for service. Reconfirm their travel plans and provide any necessary updates. Offer assistance in rescheduling their flights or making any additional arrangements required.

POST-AOG FOLLOW-UP:
After resolving the AOG situation, follow up with your clients to ensure their satisfaction and address any remaining concerns. This post-AOG support helps maintain a positive relationship with your clients and demonstrates your commitment to their satisfaction.
Clear and transparent communication, empathy, and proactive assistance are essential to effectively handling clients during an AOG situation. You can strengthen your relationships and maintain client confidence by providing exemplary service even in challenging circumstances.

“AOG situations can happen unexpectedly, and preparing for such events is crucial. Here are some additional considerations to help you be      prepared for AOG situations that can occur at any time.”

Emergency Response Plan: Develop an emergency response plan specifically tailored to handle AOG situations. This plan should outline the steps to be taken, essential contact information for maintenance providers, vendors, technical support, and protocols for client communication and support.
24/7 Availability: Ensure you have a system to handle AOG situations around the clock. Maintain contact information for key personnel who can be reached anytime, including maintenance providers, technical experts, and support staff. Consider establishing a dedicated hotline or communication channel for AOG emergencies.
Rapid Response Network: Build a network of reliable maintenance providers, vendors, and technical experts who can respond quickly to AOG situations. Establish relationships with multiple service providers in different locations to increase the chances of timely support, regardless of where the AOG occurs.
Spare Parts Inventory: Maintain an inventory of critical spare parts commonly needed for your aircraft fleet. Work closely with your maintenance providers to identify the essential parts in stock and ensure they are readily available. This can help expedite repairs and minimize downtime during AOG situations.
Remote Monitoring and Diagnostics: Utilize advanced technologies and remote monitoring systems to provide real-time insights into the aircraft’s performance. This can help identify potential issues early on and allow for proactive maintenance, reducing the risk of AOG situations.
Regular Maintenance and Inspections: Adhere to a strict maintenance schedule and conduct regular inspections to detect and address potential issues before they lead to AOG situations. Implement preventive maintenance measures and stay up-to-date with the aircraft manufacturer’s recommended service bulletins and airworthiness directives.
Training and Knowledge Sharing: Invest in ongoing training for your maintenance staff and flight crew to enhance their technical skills and knowledge. Encourage knowledge sharing and open lines of communication between different teams involved in the operation and maintenance of the aircraft. This can help improve problem-solving abilities during AOG situations.
Continuous Improvement: After each AOG situation, conduct a post-mortem analysis to identify areas for improvement in your processes, systems, and response protocols. Learn from past experiences and implement changes to prevent or better handle similar situations in the future.
While it may not be possible to eliminate the risk of AOG situations, being proactive, prepared, and responsive can significantly mitigate the impact and ensure a more efficient resolution. By continuously improving your systems and processes, you can be better equipped to handle AOG situations that can arise at any time.

The writer is Director of Safe Fly Aviation Services Pvt Ltd. He possess over 20 years of general aviation experience and handling AOG situations. Get in touch with the author at : info@safefly.aero. Our website is www.safefly.aero